Voices of CRM:

December, 2009

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December 22, 2009  2:00 PM

The top CRM stories of 2009



Posted by: Barney Beal
call center software, CRM and Web 2.0, Microsoft, Oracle, Salesforce.com, SAP, social crm

As 2009 draws to a close (thankfully), it's time, as we do every year, to look back on some of the major developments in the CRM market. This year is not as easy as some. Gone are the heady days of CRM news, like in 2005 when all this took was throwing acquisitions, such as the

December 8, 2009  3:19 PM

Process optimization in the call center



Posted by: Barney Beal
call center agent, call center manager

Business process organization can help organizations increase efficiency and lower costs. While many may think of BPO as an operational or manufacturing initiative, according to Strategic Contact, a Beaverton, Ore.-based consultancy, the contact center is great place to undertake process...


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